Manager, Customer Experience

Job title: Manager, Customer Experience in New York City, NY at Ramp Company: Ramp Job description: About RampRamp is a financial operations platform designed to save companies time and money. Our all-in-one solution combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. More than 30,000 businesses, from family-owned farms to e-commerce giants to space startups, have saved $2B and 20M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over $55 billion in purchases each year.Ramp's investors include Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, and Redpoint, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies-Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One-as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart.Ramp has been named to Fast Company's list and LinkedIn's for more than 3 years, as well as the Forbes , CNBC , and TIME Magazine's 100 .About the RoleRamp is seeking a dynamic Customer Experience Manager to lead the growth and enhancement of our customer experience team. We seek an accomplished leader who excels in team building, possesses a proven track record of efficiently managing support teams within a fast-paced environment, and embodies an unwavering commitment to exceptional customer care.As a core leader of our stellar customer experience team, you will be in charge and in full control of hiring, building, and scaling our support operations team. You'll partner closely with our account management, product, and engineering teams on scaling our operations, managing a team of agents and managers, and bringing insights into how we can improve our product.What You'll DoSupervise a team of agents, ensuring the proficient handling of support tickets across channels (email, phone, and chat), while maintaining high-quality service and adherence to SLAsCollaborate closely with cross-functional teams, including account management, product, and engineering, to advance operational scalability and elevate our productChampion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning startups to enterprisesManage internal and external product knowledge dissemination, enabling both customers and Ramp teams to independently resolve queriesDistill actionable insights to enhance operational procedures, tools, and product offerings, drawing from customer feedback to drive improvementsWhat You NeedMinimum 5 years managing and developing a team to hit key metricsExcellent verbal and written communication skillsExperience collaborating closely with teams outside of support to help scaleStrong metrics driven and product mindset to help identify, triage and execute potential product or operational improvementsStrong investigative and critical thinking skillsDesire for ownership and growth in role over timeAbility to work evenings and weekends as neededNice-to-HavesExperience working with Zendesk toolingExperience working in FinTechExperience working with third parties and managing partnershipsBenefits (for U.S.-based full-time employees)100% medical, dental & vision insurance coverage for youPartially covered for your dependentsOne Medical annual membership401k (including employer match on contributions made while employed by Ramp)Flexible PTOFertility HRA (up to $5,000 per year)WFH stipend to support your home office needsWellness stipendParental LeaveRelocation support to NYC or SFPet insuranceOther noticesPursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Expected salary: Location: New York City, NY Apply for the job now! Apply for this job